At a Glance
- Tasks: Lead the Front Office team to create unforgettable guest experiences and maximise hotel profitability.
- Company: Join a family-owned hotel known for its warm Irish hospitality and supportive culture.
- Benefits: Enjoy 28 days holiday, internal growth opportunities, and discounted rates for friends and family.
- Other info: Flexible hours with opportunities for personal and professional development in a vibrant environment.
- Why this job: Be part of a close-knit team where your contributions truly matter and make a difference.
- Qualifications: Experience in hospitality, strong communication skills, and a passion for exceptional service.
The predicted salary is between 28066 - 30000 £ per year.
As Front Office Reception Manager, you will lead all aspects of the department, crafting exceptional guest experiences that bring our hotel to life. Upholding our value of people first, you will be responsible for the service standards of the Reception and Night teams, collaborating closely with the Head Housekeeper in a true partnership to ensure adherence to brand and company standards. Demonstrating expertise in revenue management, you will maximise profitability through effective rate strategies. With integrity, you will foster a culture of development within your team, ensuring compliance with all legal and company standards while promoting a professional and welcoming image for the Front Office.
About The Role
- Provide a warm and welcoming experience for all guests, ensuring appropriate recognition of new and returning guests.
- Leverage your expertise to ensure your team is fully knowledgeable about the hotel's facilities, services, and special promotions, proactively sharing this information with guests to maximize sales and enhance their stay.
- Maintain a strong understanding of the local area, including history, attractions, and events, enabling you and your team to provide valuable recommendations to guests.
- Foster a positive and professional team environment where punctuality, politeness, courtesy, and helpfulness are consistently demonstrated towards both guests and colleagues, promoting positive PR internally and externally.
- Partner with the Reservations team to optimise occupancy, rates, and upsells, actively participating in Revenue and Sales meetings to achieve shared goals.
- Act with integrity to uphold responsibility for the security of guest and hotel property, adhering to all security protocols.
- Demonstrate expertise in ensuring the team performs all guest accounting and cash handling functions accurately and in accordance with company policies and procedures, maintaining complete and accurate guest accounts.
- Utilise your expertise to fully understand, operate, and train the team on all Front Office systems.
- Ensure all billing instructions and guest credit are handled securely and in compliance with hotel credit policy, maintaining financial integrity.
- Implement and consistently train the team on smooth and efficient check-in and check-out procedures, monitoring success through guest feedback and company targets.
- Establish effective and efficient daily communication procedures to maintain consistent service standards.
- Conduct routine inspections of the Front Office and public areas, taking prompt action to address any deficiencies.
- Partner constructively with Finance, Sales, Reservations, and Night teams to ensure consistent adherence to policies, procedures, and requirements.
- Demonstrate expertise in drafting rosters using the online portal to ensure optimal staffing levels in line with business needs and budget, making necessary adjustments based on business fluctuations.
- Prioritise people first by providing mentoring, coaching, training, development, and regular feedback to manage conflict and enhance team member performance.
- Manage recruitment activities with your team, including conducting interviews with prospective candidates.
- Ensure each new team member receives a thorough departmental induction and regular job chats, conducting weekly, three monthly team check-ins to foster open communication and support.
- Ensure the annual appraisal is completed with key targets for each team member.
- Perform other duties as assigned and carry out Duty Management functions as required, acting with integrity and upholding the hotel's standards.
Your Profile
- A strong level of written and spoken English is essential.
- Previous experience within a hotel environment, ideally as a receptionist.
- A passion for providing an exceptional, personalised service.
- A good multi-tasker and organised nature.
- A positive and friendly attitude.
- Flexible to work evenings and weekends.
Benefits
As an award winning, family owned hotel, we offer our staff the chance to become "part of the family!" Your employee benefits will include:
- Internal growth and development opportunities.
- 28 days holiday for full time staff.
- Departmental incentives.
- Free parking.
- Discounted friends and family rates.
- Seasonal staff parties.
Required Criteria
- A good level of spoken English is essential.
- Previous experience within a hotel environment, ideally as a receptionist.
- A passion for providing an exceptional, personalised service.
- A good multi-tasker and organized nature.
- Flexible to work evenings and weekends.
Desired Criteria
- Previous experience in a similar role is preferred.
Skills Needed
- Establishing Rapport With Clients.
- Ability to Identify and Anticipate needs.
- Exceptional Customer Service Skills.
- Reception skills.
- Reservation skills.
About The Company
The Malone is a veritable secret, a hidden treasure boasting everything you want in a hotel: spacious bedrooms and suites, function rooms for inspirational wedding celebrations or corporate events and the very best of that famous Irish hospitality, every step of your stay. The Guinness is perfectly poured in our Greyhound bar - enjoy with some smoked salmon and wheaten bread or indulge in a meal to remember in the Gallery Restaurant.
Here at The Malone, we have generations of experience in welcoming guests. First opened in 1945 as 'The Bowness', for the last 30 years, The Malone has been owned and run by two generations of the Macklin family. Relax and unwind with us. A warm Irish welcome to you!
Company Culture
We are always looking for enthusiastic and talented individuals to join our team. As a family owned hotel, you're not only part of the team, you're part of the family. Our commitment to our people is to deliver a great place to not only work, but thrive. Relationships are important to us, those we have with our guests and with one another. The Malone inspires its teams to live by the company's core values:
- Treat people really well.
- Openness, trust and understanding.
- The highest standards.
- Perseverance and enjoyment.
- One step ahead.
- Flexibility.
Internal development and progression is key to our success, having been in business for 30 years.
Company Benefits
We believe everyone has the right to grow and develop and we actively encourage those who want to make a career in hospitality, with internal and external training. Employees have the opportunity to enjoy a variety of benefits whilst working at The Malone Hotel.
Front Office Manager employer: The Malone Hotel
The Malone Hotel is an exceptional employer that prioritises a people-first culture, offering employees the chance to become part of a family-run establishment with a rich history in hospitality. With a strong commitment to internal growth and development, staff enjoy numerous benefits including 28 days of holiday, departmental incentives, and discounted rates for friends and family, all while working in a supportive and collaborative environment that values relationships and high standards.
StudySmarter Expert Advice🤫
We think this is how you could land Front Office Manager
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like The Malone Hotel. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to The Malone Hotel
Don't be shy about reaching out to The Malone Hotel directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Front Office Manager
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about The Malone Hotel and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at The Malone Hotel
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
